Return Policy

Returns Policy

Returns in brief

  • Returns must always be notified in advance by email to info@traildog.fi within 14 days of receiving your order. You will receive further instructions by email for sending the return package.
  • For returns from Finland, the return shipping cost for small and standard-sized packages is €5.90 for our customers. In the case of an exchange, the return package is free of charge to the customer*.
  • For returns from outside mainland Finland, the return package fee is determined by the size of the package and the country. See the price list here.
  • The customer is responsible for the actual return shipping cost of large packages, such as scooters and sleds. Contact our customer service at info@traildog.fi for more detailed instructions and to agree on the return method before sending the package.
  • If you are unsure whether a product is suitable and are considering an alternative model/size, please contact us immediately (preferably with a fitting photo), for example by email at info@traildog.fi or by WhatsApp message. We are happy to help!
  • Products being returned must be handed over to Posti within 14 days of notifying us of the need for an exchange/return.
  • The returned product must be unused. You may try it on, of course, but please ensure that the product does not get dirty, for example from the dog's fur during fitting.
  • See the instructions for sending a return package below.

Exchanges

  • Exchanges are handled by the customer placing a new order and then sending the return package. This way, you will receive and be able to use the correct product quickly. 
  • We recommend that you first try on the new product as well and only then send the return package, so that you can include several products in the same return package if necessary.
  • *In the case of an exchange, the return package from Finland is free of charge to you (applies to one return package).
  • An exchange is defined as an order for a new product in the same product category, placed by the customer before sending the return package, where the customer keeps the products. The exchange order may also include other products. 
  • If you are unsure about choosing the replacement product/size, please contact us immediately (preferably with a fitting photo), for example by email at info@traildog.fi or by WhatsApp message. We are happy to help!

Sending a return package

You will receive carrier-specific return package instructions by email after submitting your return notification.

General instructions for sending a return package:

  • Include your name and preferably also your order number in the package.
  • If you have kept the original delivery note, you can mark the products being returned on it.
  • If you use the original shipping box, remove or cover the original parcel label.
  • Ensure that you hand over the return package for shipment no later than within 14 days of submitting the return notification.
  • Keep the receipt for the customer return that you receive at the parcel drop-off point until we have confirmed by email that your return has been processed. Without the customer return receipt, we cannot reimburse the return if the shipment is lost.
  • We will issue the refund once the return has been processed at our warehouse, no later than within 14 days. The refund will be made using the same payment method used for the order. You will receive confirmation by email once the refund has been issued.
  • The return package fee will be deducted from the refunded amount.

Cancellation

If you wish to cancel your order before it has been shipped to you, this is possible as long as your order status is open, meaning that it has not yet been processed at the warehouse. You can easily cancel the order by replying to the order confirmation email you received. We will send you confirmation once we have processed your request. If you have already received a shipping confirmation, see the return instructions.

Special terms for campaigns

Campaigns may be subject to special terms concerning returns and exchanges. Any special terms will always be stated in connection with the campaign page and supplement this returns policy. 

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This page is a summary. More comprehensive information about deliveries, exchanges and returns can be found in our terms of service.
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Updated 10 September 2026